About this role
Role Overview The Customer Service Advisor is responsible for delivering exceptional customer support by handling enquiries, resolving issues efficiently, and ensuring a positive customer experience at every touchpoint. The role requires strong communication skills, empathy, and the ability to work in a fast-paced environment while maintaining accuracy and professionalism.
Key Responsibilities Respond to customer enquiries via phone, email, live chat, and/or social media Resolve customer complaints promptly and professionally Process orders, returns, refunds, or account changes accurately Maintain up-to-date customer records in the CRM system Provide product or service information clearly and confidently Escalate complex issues to senior team members where appropriate Meet individual and team performance targets (KPIs) Contribute to continuous improvement of customer service processes Follow company policies, data protection regulations, and compliance standards
Key Skills & Competencies Excellent verbal and written communication skills Strong active listening skills Empathy and patience when handling customer concerns Problem-solving and decision-making ability Good organisational and time-management skills Ability to work under pressure and meet targets Strong attention to detail Team player with a positive attitude Basic IT proficiency (CRM systems, Microsoft Office, email platforms)
Qualifications & Experience Essential:
Previous experience in customer service or a customer-facing role GCSEs (or equivalent) in English and Maths